Refund policy

At Shoohomes, we are committed to ensuring your satisfaction with every purchase. While we strive to offer high-quality products and reliable service, we understand that occasionally you may need to return an item. This policy outlines how returns and refunds are handled to keep the process clear, fair, and stress-free.

Return Eligibility

Our return window lasts for 30 days from the date you receive your item. If 30 days have passed, unfortunately, we can’t offer you a return or refund.

To be eligible for a return, the following conditions must be met:

  • The item must be unused and in the same condition in which it was received.
  • It must be returned in the original packaging.
  • A valid proof of purchase (such as an order confirmation or receipt) is required.

Returns that do not meet these conditions may not be accepted.

How to Start a Return

To begin the return process, contact us at info@shoohomes.com with the following:

  • Your order number
  • A brief explanation of why you are requesting a return
  • Clear images of the item, if it arrived damaged or defective

Once your request is reviewed and approved, we will provide detailed instructions on how and where to send the return.

Please note that:

  • Items sent back to us without prior authorization will not be accepted.
  • Return shipping costs are the responsibility of the customer unless the return is due to a fault on our part (e.g., damaged, defective, or wrong item received).
  • Original shipping charges are non-refundable.

We do not charge a restocking fee.

Refund Timeline

After we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund. If approved:

  • A full refund will be processed to your original payment method.
  • Refunds are issued within 10 business days of approval.

Please keep in mind that your bank or credit card provider may take additional time to post the refund to your account.

If you haven’t received a refund after 10 business days of approval, please reach out to us at info@shoohomes.com.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you receive the wrong item:

  • Contact us immediately upon delivery.
  • Include your order number and clear photos showing the issue.

We will investigate the problem promptly and provide a resolution, which may include a replacement, exchange, or refund depending on the situation.

Non-Returnable Items

For hygiene, safety, or customization reasons, the following items may not be eligible for return:

  • Custom or made-to-order items
  • Gift cards
  • Items classified as hazardous materials or containing flammable liquids or gases

If you are unsure about whether your item qualifies, contact us prior to purchase.

Exchanges

While we do not offer direct exchanges, you may return your item (if eligible) and place a new order for the product you want instead. If your return is due to a product fault, we will do our best to resolve it efficiently.

Order Changes and Cancellations

If you need to modify or cancel your order:

  • Please contact us within 2 hours of placing your order. After this period, we cannot guarantee changes or cancellation, especially if the order has already been processed.

Lost Shipments

In the rare event that your parcel is lost in transit:

  • We will replace your order at no extra cost if the correct shipping address was provided at checkout.
  • If you prefer a refund instead of a replacement, we may require a waiting period of up to 30 days to confirm non-delivery with the courier before issuing the refund.

Updating Shipping Addresses

If you notice an error in your shipping address, contact us immediately. We will do our best to correct it before dispatch. However, once the order has been shipped, we are unable to make address changes.

Need Help?

For all return or refund-related inquiries, please contact us:

  • Shoohomes
  • Email: info@shoohomes.com
  • Phone: +44 7908 788188
  • Address: 45 E Surrey Grove, London SE15 6EB, United Kingdom
  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT)
  • Order Cut-off Time: 4:00 PM (GMT – London)